CRM Manager

About The Role

This is not a customer service role. This is a business-critical collections and customer lifecycle management role.

We are looking for a highly disciplined, collections-driven, execution-oriented CRM professional who can take complete ownership of customer collections, ATS execution, registrations, demand letters, handovers, escalations, and customer communication for a luxury residential project in Goa.

This role directly impacts company cash flow, customer experience, and project handover readiness.

If you cannot follow up aggressively, maintain strict documentation, manage difficult customer conversations professionally, and ensure timely collections without excuses — this role is not for you.

You Will Be Directly Responsible For

Customer collections
Demand letters payment follow-ups
ATS execution registrations
Possession handover coordination
Customer communication management
CRM MIS reporting
Escalation management
ERP-based CRM operations

What You Will Be Responsible For

Collections Payment Follow-Ups

Achieve rigorous and timely collections as per project payment schedules
Maintain zero overdue follow-up gaps
Conduct daily customer follow-ups through email and WhatsApp
Track outstanding payments aggressively and ensure timely closures
Support management in collection forecasting and cash-flow planning
Ensure no revenue leakage due to delayed follow-ups or CRM errors

ATS, Registration Documentation Management

Coordinate ATS execution and registration processes end-to-end
Monitor customer documentation and compliance requirements
Maintain complete customer records and documentation accuracy
Coordinate with Legal, Accounts, Sales, and Management teams for smooth processing
Ensure all agreements, registrations, and customer documents are properly tracked and updated

Demand Letters ERP Operations

Generate and monitor demand letters through 4QT ERP
Maintain complete CRM operations through ERP systems from Day One
Manage:
Lead and customer management
Collection tracking
Payment follow-ups
Customer communication logs
Registration tracking
Possession tracking
MIS reporting
Documentation management
Ensure complete transparency and real-time reporting through ERP

Customer Communication Escalation Management

Handle customer queries, escalations, and difficult conversations professionally
Maintain detailed written communication records through emails, WhatsApp, and ERP updates
Ensure proper coordination between customers and internal departments
Maintain high professionalism while handling payment-related discussions and escalations
Ensure timely resolution and closure of customer issues

Possession Handover Management

Coordinate project handover readiness and possession activities
Track pending customer requirements before possession
Coordinate with construction and internal teams to ensure smooth handover execution
Ensure possession documentation and communication are completed professionally

MIS, Reporting Coordination

Prepare daily, weekly, and monthly CRM MIS reports
Maintain collection trackers, escalation reports, and customer status reports
Coordinate with Sales, Accounts, Legal, Construction, and Management teams regularly
Ensure complete written reporting and management transparency at all times

4QT ERP Requirement (Non-Negotiable)

Full knowledge of 4QT ERP is mandatory.

The selected candidate must be capable of independently handling CRM operations on 4QT ERP from Day One.

Candidates who do not possess adequate 4QT ERP knowledge must complete training before joining.

Melhor Group will not invest time in post-joining ERP training.

Candidates are expected to be fully operational immediately upon joining.

Who Should Apply

CRM Manager

Minimum 10–15 years of hardcore Real Estate CRM experience
Must have independently managed CRM functions for residential projects
Must have successfully completed minimum 2 project handovers
Must have strong experience in:
Collections
ATS execution
Registrations
Possession management
Customer escalations

Assistant CRM Manager

Candidates with 5–10 years of relevant Real Estate CRM experience may apply
Management may consider suitable candidates for Assistant CRM Manager designation based on capability and experience

Desired Personality Traits

We Want Someone Who Is

Aggressive in collections and follow-ups
Highly disciplined and process-driven
Strong in written communication and reporting
Detail-oriented and execution-focused
Comfortable working in a startup environment
Able to handle difficult customer conversations professionally
Strong in coordination, escalation management, and ownership
Accountable instead of excuse-driven

Required Skills

Strong working knowledge of 4QT ERP
Expertise in collections, ATS, registrations, and customer lifecycle management
Strong MIS reporting and documentation skills
Professional email drafting and written communication skills
Strong coordination capabilities across departments
Well-versed in MS Excel and CRM reporting systems

Communication Standards

Extensive written communication is mandatory
Email, WhatsApp, ERP updates, and reports are the preferred communication channels
Excessive dependence on phone calls is discouraged
Proper documentation and written tracking are mandatory at all times